This chapter is from the book

Introduction

The Process Catalog is an IT organization's single source for the definition
of IT operations processes. The Process Catalog is invaluable in the management
and continuous improvement of these processes.

How to Use This Catalog

Readers should mold this Process Catalog to meet the needs of their IT
organizations. We have included 38 sample processes in this chapter. The number
of processes that an organization would include in its own catalog, as well as
detail in which they are described, depends on the extent of the OE effort.
Readers are encouraged to delete, rename, expand, or collapse the processes that
require modification in their analysis.

At a minimum, each process should be measured according to automation and
stability levels. Processes are a balance of manual and automated tasks. Stable
or "commoditized" processes introduce opportunities for automation.
Target values represent the automation or stability levels as implemented in
best-practice organizations. Such values are subjective, but provide a baseline
from which to begin gap analysis and process improvement.

A generic explanation of the Process Catalog entries is provided as a preface
to the alphabetically ordered catalog entries.